Psychology: Attitudes and Adherence to Eye Treatment

Psychology: Attitudes and Adherence to Eye Treatment

Topic 02

• psychological factors influence on patient
• attitudes in complying to eye treatment
• Topic content.
• Describe factors that affect patient satisfaction
• Describe determinants of patient satisfaction
• Explain factors affecting patient satisfaction
• Describe patient satisfaction impact indicators
• Explain why patient satisfactions is importantFactors that affect patient satisfaction
• Empathy and Kindness: Friendly, respectful, and empathetic interactions with doctors and nurses

significantly reduce patient anxiety and increase satisfaction.

• Effective Communication: Clear, understandable explanations of conditions and procedures,

including anesthesia, are critical.

• Active Listening: Patients are more satisfied when providers listen to their problems, show

interest, and involve them in decision-making.

• Trust: A strong, trusting relationship with the ophthalmologist is a major driver of satisfaction and
• loyalty, particularly in long-term care for conditions like glaucoma.CONT…
• Technical Quality and Outcomes: The perceived competence of the ophthalmologist and the

successful outcome of treatments (e.g., vision improvement) are primary drivers of satisfaction.

• Wait Times: Long waiting times are a major source of dissatisfaction in eye clinics.
• Accessibility and Convenience: Easy access to the clinic, parking, and convenient appointment

scheduling directly correlate with higher satisfaction.

• Staff Behavior: The attitude and professionalism of nurses and support staff (e.g., in dressing,
• friendliness) often have a greater impact than the physician's behavior alone.CONT…
• Education and Socioeconomic Status: Higher education levels sometimes
• correlate with greater satisfaction, though some studies show that older patients
• and those with lower income may be more satisfied with basic services.
• Cleanliness and Comfort: Clean, comfortable, and well-maintained facilities
• enhance the patient's feeling of safety and trust.
• Privacy: The ability to maintain confidentiality and privacy during consultations

is highly valued.determinants of patient satisfaction

• Interpersonal Staff Behavior: A positive attitude from staff (doctors, nurses, and receptionists) is

crucial. Specifically, staff "dressings" (professional appearance) and positive attitudes were strongly associated with higher satisfaction.

• Effective Communication: Clear communication between the patient and the

optometrist/ophthalmologist significantly impacts satisfaction. This includes explaining the diagnosis in understandable terms.

• Consultation Time: Adequate time spent with the patient during consultation is a key driver, with
• longer, more thorough consultations leading to higher satisfaction levels.Cont.…
• Affordability and Costs: The affordability of services, including the cost of
• spectacles and treatment, plays a major role in satisfaction.
• Confidentiality: A high level of patient confidentiality regarding their health
• information is a significant factor in enhancing the patient experience.
• Technical Competence: The accuracy of the diagnosis and treatment for specific
• eye conditions (such as diabetic retinopathy, conjunctivitis, and glaucoma) directly
• influences satisfaction.Cont.….
• Availability of Resources: The presence of necessary eye care equipment,
• medication, and specialists (doctors/optometrists) at the facility is essential.
• Waiting Times: While some areas have high satisfaction, long waiting times
• remain a major area requiring improvement, and reducing them significantly
• improves satisfaction.
• Facility Infrastructure: The cleanliness and comfort of the physical environment,
• particularly clean washrooms and comfortable waiting areas, are important

determinantfactors affecting patient satisfaction

• Kindness and Respect: The demeanor of the optometrist and support staff is crucial. Patients are more satisfied when they

feel treated with respect and receive kind, empathetic, and professional care.

• Communication: Clear, effective communication from the doctor specifically explaining diagnoses, treatment plans, and

answering questions significantly boosts satisfaction.

• Staff Appearance: Professionalism, often indicated by the staff's dressing, has been identified as a significant factor (up to

7 times more likely to increase satisfaction).

• Consultation Time: Adequate time spent with the optometrist is a key driver, as it allows patients to feel their concerns are

being heard.

• Confidentiality: High levels of privacy and confidentiality regarding patient information in the clinic increase trust and

satisfaction.Cont…

• Waiting Times: Long waiting times are a major source of dissatisfaction. Efficient, wellorganized, and punctual appointments improve the patient experience.
• Availability of Experts: The presence of specialized doctors and specialized equipment (e.g., for

diabetes-related eye issues or pediatric services) is a crucial, positive, and sometimes limiting factor.

• Appointment Scheduling: Ease of booking the initial appointment and scheduling follow-up

sessions affects overall satisfaction.

• Affordability: The cost of services and eye products (like spectacles) is a significant factor. Lower,

transparent, or insured costs lead to higher satisfaction.Cont…

• Facility Infrastructure: The cleanliness, comfort, and, in particular, the sanitation facilities

(washrooms) of the clinic directly impact the patient's perception of quality.

• Location and Accessibility: The convenience of the clinic’s location is important, with longer,

difficult travel to reach services causing, in some cases, dissatisfaction.

• Urban vs. Rural: Patients in urban areas sometimes report higher satisfaction than those in rural

areas, likely due to better access to better-equipped facilities.

• Disease Severity: Patients with chronic eye conditions (e.g., glaucoma, diabetic retinopathy) who

receive effective, long-term care often express higher satisfaction due to better outcomespatient satisfaction impact indicators

• Staff Attitude and Politeness: A primary determinant of satisfaction is how health workers treat patients,

with negative attitudes often leading to dissatisfaction.

• Communication: Effective communication, including compassion, active listening, and providing

information on medication usage source of dissatisfaction.

• Waiting Times: Long waiting times at the Outpatient Department (OPD) are a major driver of dissatisfaction.
• Availability of Staff: The presence of health workers (doctors and nurses) whenever needed is a critical

factor, as shortages often lead to staff being overloaded and reduced patient satisfaction.

• Drug Availability: The availability of necessary medications is a key factor, with shortages in public facilities

directly reducing patient satisfaction.Cont…

• Facility Infrastructure: The cleanliness of the facility and the presence of conducive sanitation

infrastructure (e.g., clean washrooms) are major determinants.

• Privacy and Confidentiality: The extent to which patients feel their medical information and

examination are kept private.

• Cost of Services: High costs of treatment and investigations, even in public settings like

Muhimbili National Hospital, lead to patient dissatisfaction.

• Effectiveness of Treatment: Perceived improvement in health, or "treatment outcome," is a key

indicator of whether the care met expectations.Cont…

• High Satisfaction at Referral Levels: A study at Muhimbili National Hospital found that 96.2%

of patients rated their clinical examination as satisfactory, indicating that higher-level care is perceived as superior.

• Low Satisfaction at Primary/District Level: Studies at Mwananyamala Hospital indicated that

patient satisfaction was relatively low, specifically with regard to staff communication skills, drug availability, and wait times.

• Impact on Behavior: High satisfaction is linked to increased adherence to treatment (e.g., HIV
• and maternal care) and improved health outcomes.why patient satisfactions is important
• Enhancing Health Outcomes and Adherence

Improved patient satisfaction is closely associated with better adherence to treatment processes and recommended prevention measures. When patients feel respected and heard, they are more likely to comply with instructions, leading to better recovery rates and reduced morbidity.

• Building Trust in Public Health Systems

In Tanzania, patient satisfaction is essential for strengthening trust, especially when patients feel their privacy and confidentiality are managed properly. High levels of dissatisfaction can lead patients to avoid public health facilities and, in extreme cases, skip necessary medical care.

➢ Driving Quality Improvement

Patient satisfaction serves as a vital tool for assessing and improving the quality of health service delivery, specifically regarding the "six dimensions" of care: empathy, availability of staff, access to medicine, privacy, information on medication, and sanitation.Cont.…

• Supporting Universal Health Coverage (UHC)

As Tanzania works toward universal health coverage by 2030, enhancing patient satisfaction is critical to ensuring that health services are not only accessible but also of high quality. It helps ensure that health services are patient-centered, which is a key goal of the national health policy.

• Retaining Patients and Positive Word-of-Mouth

Satisfied patients are more likely to return for follow-up care and recommend services to others.

Given that word-of-mouth influences health-seeking behaviors, ensuring high satisfaction in public and rural health facilities is essential to encourage people to utilize formal healthcare services.Cont.…

➢Identifying Key Challenges

Studies have shown that, while many patients are satisfied, there are significant areas of concern, such as:

• Staff Attitude: The attitude of health workers is a significant factor in patient satisfaction, and

there is a need to foster a more compassionate, patient-centered approach.

• Infrastructure: Cleanliness of washrooms and the availability of water in public health facilities

are major, recurring issues.

• Resource Availability: The availability of necessary medication is a critical driver of satisfaction.Cont.…
• In summary, patient satisfaction is not just
• about comfort; it is a critical driver for
• effective health service delivery, fostering
• trust, and achieving better, more equitable
• health outcomes.END OF TOPIC ONE

General psychology